The warranty is an excellent method for you to:

Reassure the customer about a product’s quality

What's the BEST way to help a Customer who calls with a technical question about item, and your unsure about it:

transfer his call to someone who is knowledgeable

If company’s return policy restricts what you can do for the customer, you should:

Consider alternatives, such as, discount, coupon, sample

When customers return merchandise, you should:

Treat with the same respect you would if they were buying

A Customer is given the wrong name for help by your manager. What should you do?

Give them correct name, explain new person now doing it

When using the T.H.A.N.K.S. method, “K” stands for:

“Know a solution if the customer does not suggest one”

Angry caller reaches you & berating your company’s service on a controversail product.

Listen, take their # & get appropriate person to call back

Customer complaints should be welcomed because they provide you an opportunity to:

Learn about problems so improvements can be made

When your customer asks you to make exception to the company policy regarding warranties, you should:

Check with your immediate supervisor or manager

A coworker needs help, but you are with client. You ask if you can come when done. Worker calls you names

Ask employee to help client. Escort her to room away from customer

Showing customer that you & your store stand behind the products and services you sell:

Shows professionalism that builds customer loyalty

When the customer presents you with a problem, you should ask her:

How she would like the situation solved

If your company doesn't have a manual describing major product warranties, you should:

Create your own. Make a copy of product warranties & related info

Which of the following might be acceptable techniques for directing a customer to the CS dept?

Red and yellow, “Customer Service can help you; I’ll show you the way.”

If you find yourself having to resolve a very difficult issue, you may want to:

Get help from a more senior employee

studbud

Crisp Workbook 3 Building a Continued Relationship

25 termsStudBud Administration471 plays

Customer Service Test 3 Building a Continued Relationship

Flashcards25 cardsFPractice quizPHost liveL

Questions 25

Answers

1
The warranty is an excellent method for you to:
Prove that your company has the best price
Reassure the customer about a product’s quality
Explain your company’s return policy
All of the above
2
What's the BEST way to help a Customer who calls with a technical question about item, and your unsure about it:
ask him why he is being so inquisitive.
transfer his call to someone who is knowledgeable
pretend you know about it & give your own answers.
tell him to call back another time.
3
If company’s return policy restricts what you can do for the customer, you should:
apologize for your store’s policy
Consider alternatives, such as, discount, coupon, sample
Do what the customer asks; management will support you
Agree the product is defective & should be replaced, but can't
4
You can help build trust by making sure customers understand & benefit from the warranties.
False
True
5
When customers return merchandise, you should:
Treat with the same respect you would if they were buying
Not worry about treatment, you don’t want them to come back
Make sure they have a good reason for doing so
Send them to service counter to wait for customer service rep
6
A Customer is given the wrong name for help by your manager. What should you do?
Take your boss aside and provide the correct name.
Do not get involved in the situation.
Wait until client leaves, then give boss with correct name
Give them correct name, explain new person now doing it
7
Once you have sent product out for repair or ordered a replacement, is your work finished?
True
False
8
When using the T.H.A.N.K.S. method, “K” stands for:
“Keep the customer from asking for a refund”
“Know when to give in to the customer’s demands”
“Know a solution if the customer does not suggest one”
Keep asking what they want, even when solution is obvious
9
Angry caller reaches you & berating your company’s service on a controversail product.
Completely avoid talking about the product and change topic.
Caller brings up the controversy/try 2 convince they r wrong
Tell the caller that the company is aware & is trying to fix
Listen, take their # & get appropriate person to call back
10
If a customer becomes abusive, you should probably:
Call security
Contact your manager
Tell him he is being abusive
Refund his money immediately
11
You're unsure about warranty, who should you ask
warrenty manual
co-workers
All of the above
supervisor
12
Customer complaints should be welcomed because they provide you an opportunity to:
Learn who the potential “problem customers” are
Do something different for a change
Learn about problems so improvements can be made
Get customers back to the store so they’ll buy more
13
When your customer asks you to make exception to the company policy regarding warranties, you should:
Make the exception, only if they promises to make the purchases
Check with your immediate supervisor or manager
Tell him you do not make exceptions
Tell them to buy product again &return broken one new box.
14
When customers come to you with complaints, you need to:
All of the above
Get information
Listen carefully
Be patient
15
It is not necessary to explain the return policy to a customer, if it is clearly displayed.
True
False
16
As a sales associate, your goal is to:
Increase sales for your store
Decide who’s right or wrong
Keep the returns to a minimum
Keep the customer coming back
17
A coworker needs help, but you are with client. You ask if you can come when done. Worker calls you names
Ms. W. I'd be with you asap. Please let me finish."
Ask employee to help client. Escort her to room away from customer
Ignore her and continue to assist the client.
Get on the phone & request assistance from a administrator.
18
You should keep record of complaints & resolutions, to help you resolve similar problems in future
True
False
19
Showing customer that you & your store stand behind the products and services you sell:
Limits the profit on some items
Shows professionalism that builds customer loyalty
Encourages customers to return items more frequently
Shows the customer that you are a talented sales associate
20
If a product does not perform for a customer, you should provide them with quick resolutions &
Give them a new one of the same product
A cup of coffee
An excuse for the product’s failure
Service with a smile
21
The company’s return policy should always be clearly displayed in writing.
False
True
22
When the customer presents you with a problem, you should ask her:
How she would like the situation solved
If she shops at your store on a regular basis
Use your own judgment to solve it.
Who is at fault in the situation
23
If your company doesn't have a manual describing major product warranties, you should:
Open up the package and read the warranty to them
Make a neutral comment if customers ask about a warranty
Avoid talking about warranties with your customers
Create your own. Make a copy of product warranties & related info
24
Which of the following might be acceptable techniques for directing a customer to the CS dept?
You’ll have to take this to CS; I can’t help you here.”
Red and yellow
CS is on 3rd; take elevator & a right. I can’t leave area
“Customer Service can help you; I’ll show you the way.”
25
If you find yourself having to resolve a very difficult issue, you may want to:
Get help from a more senior employee
Get creative and just solve the problem
Ask the customer to come back another time
Tell the customer that they are being unreasonable

Crisp Workbook 3 Building a Continued Relationship Flashcards | StudBud